Customer Success Manager

SuperSeva; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

SuperSeva in Bengaluru, India is hiring for IT Service Desk Manager. You will manage client relationships, oversee IT service delivery, and develop SLAs while driving timely issue resolution through clear client communication. Lead a technical team in complex problem resolution using Root Cause Analysis (RCA).

The role focuses on maintaining high customer satisfaction, efficient service delivery, and proactive SLA monitoring within a dynamic IT environment.

Qualifications

• 3–6 years of experience in IT Service Desk Management or similar role.
• Strong understanding of SLA management, ticketing tools, and team handling skills.
• Excellent client management skills with ability to build strong relationships with customers.

Responsibilities

• Manage client relationships to ensure high levels of satisfaction and retention.
• Oversee the delivery of IT services, ensuring timely resolution of issues through effective communication with clients.
• Develop and maintain SLAs (Service Level Agreements) for IT services, monitoring performance against targets.
• Lead a team of technical professionals in resolving complex technical issues using RCA (Root Cause Analysis).

Skills

Client management

SLA management

Team leadership

Root Cause Analysis

Tools

Ticketing tools

Job description

Roles and Responsibilities :

• Manage client relationships to ensure high levels of satisfaction and retention.
• Oversee the delivery of IT services, ensuring timely resolution of issues through effective communication with clients.
• Develop and maintain SLAs (Service Level Agreements) for IT services, monitoring performance against targets.
• Lead a team of technical professionals in resolving complex technical issues using RCA (Root Cause Analysis).

Job Requirements :

• 3-6 years' experience in IT Service Desk Management or similar role.
• Strong understanding of SLA management, ticketing tools, and team handling skills.
• Excellent client management skills with ability to build strong relationships with customers.